Workflows
This article explains how to create a workflow and describes each block category and all available blocks.
Things to know before starting
- Access to specific Customer Workflow tools may be limited based on the current pricing plan.
- Customer Journey automation is distinct from Classic Automation tools; separate documentation is available for Classic Email Automation.
- Workflow creation consists of three primary steps: defining the trigger event, configuring the action, and activating the trigger.
- Every workflow must begin with a single starting trigger.
- Additional triggers can only be placed after actions within the workflow sequence.
- A single trigger or condition block can be followed by multiple action blocks.
- Exit points of any block can be connected to any other entry point, allowing for block looping; careful planning is required to avoid logic errors.
- Important! Dispatch to a specific contact will occur only after the trigger event is completed, and only if the workflow has been launched. For example, if a contact joined a segment before the automation was started, the message will not be sent to them.
Step-by-step instructions
Navigate to the "Outbound" section.
Press the "Workflows" button.
Click the "Create" button.
Enter a unique name for the workflow and select the target contact list from the drop-down menu.
Configure the re-entry settings by selecting the checkbox to allow customers to re-enter the workflow multiple times.
Note that if the re-entry checkbox is not selected, contacts are added only once unless they are removed and re-added to the list.
Click the “Create Workflow” button to open the workspace.
Expand the Triggers tab, then select and drag the starting trigger onto the workspace.
Define specific event settings for the starting trigger to determine what activates the workflow.
Use the Conditions tab to drag and drop logic blocks that branch the workflow based on specific criteria.
Configure the condition parameters to filter contact paths within the journey.
Expand the Actions tab to select and place the desired automated responses on the workspace.
Define the specific configuration for each action, such as selecting templates or setting delays.
Connect the blocks by dragging lines from exit points to entry points to establish the workflow sequence.
Click the “Create Workflow” button.
Block categories
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Triggers
- Email Template - activates when a specific event (such as delivery, open, or click) occurs for an email sent using a pre-saved template from the admin panel.
- Email Campaign - triggers based on events related to a one-time promotional email campaign.
- Email Tag - monitors interactions with any email message that has been assigned a specific organizational tag.
- SMS Template - activates when a delivery or interaction event is recorded for an SMS message sent via a selected template.
- SMS Campaign - triggers when an event occurs within the scope of a specific one-time SMS promotional campaign.
- SMS Tag - tracks events for all SMS messages categorized under a specific tag.
- WebPush Template - captures events for WebPush notifications sent using a specific template from the library.
- WebPush Campaign - triggers based on activity from a selected one-time WebPush promotional campaign.
- WebPush Tag - monitors interaction events for any WebPush notification marked with a specific tag.
- Telegram Template - activates when an interaction or delivery event occurs for a Telegram message sent via a specific template.
- Telegram Campaign - triggers based on events recorded for a specific one-time Telegram campaign.
- Telegram Tag - tracks activity for any Telegram message associated with a specific tag.
- Contact List - triggers the moment a contact is added to a specific list via API, manual entry, file import, or another system trigger.
- Subscribed - activates when a contact opts in to a specific communication channel (Email, SMS, etc.) within the target list.
- Unsubscribed - triggers when a contact opts out of a specific channel via an unsubscribe link, API, or manual administrative action.
- Added to segment - activates as soon as a contact meets the segment criteria after a variable update or data import.
- Dropped from segment - triggers when a contact no longer fulfills segment rules and is automatically removed from the group.
- Event Fired - activates when a custom external event is initialized for a specific contact via the API or a system integration, signaling that a predefined action has occurred.
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Conditions
- Filter - categorizes contacts based on specific criteria; contacts that meet the conditions exit via the TRUE path, while those that do not proceed via the FALSE path.
- Wait - delays a contact's progression by a specified number of minutes, hours, calendar days, or until a specific day of the week and time is reached.
- A/B Split - randomly divides the audience into two separate paths based on a configured percentage to test different journey variations.
- Volume Split - assigns a specific number of contacts to Path A and directs the remaining volume to Path B.
- Date Split - routes contacts based on the calendar: contacts that reach the block on a specific date follow Path A, while all others follow Path B.
- Multivariate Split - evenly distributes contacts across multiple paths (as many as needed) to compare the performance of several variations simultaneously.
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Actions
- Send Email - dispatches a selected email template to the contact, provided the contact has a valid email address in the target list.
- Send SMS - delays transmission of a selected SMS template to contacts with registered phone numbers.
- Send Desktop WebPush - delivers a web push notification to contacts who have an active desktop subscription.
- Send Mobile WebPush - sends a push notification specifically to contacts with a mobile web push subscription.
- Send Telegram - dispatches a preconfigured Telegram template to contacts who have linked their accounts to the bot.
- Update Variables - modifies a target variable with a new value, which may trigger segment changes or activate other automated scenarios.
- Subscribe - formally opts the contact into a selected communication channel within the system.
- Unsubscribe - removes the contact from a specific communication channel, stopping further automated messages for that channel.
- Duplicate to List - copies the contact and all associated variables to another designated Contact List.
